Customer Service Manager

Overview

Manages the day-to-day activities of the customer service team. Ensures the Customer Service Representatives meet customer needs and demands. Troubleshoots problems and addresses complaints.

• Supervise customer service representatives within the branch and provide tools to ensure the best service possible.
• Use the company training curriculum to define training expectations for the customer service representatives.
• Be available to CSRs as the authority to help solve daily issues arising with customers and departments.
• Manage staff to support the overall performance of the branch's customer service department, including hiring, wage determination, performance reviews and improvement, discipline, and dismissal.
• Provide leadership that motivates and raises employee morale by embodying a service‑oriented philosophy in a professional manner.
• Report process abilities and deficiencies that affect service level and profitability.
• Gather and report information to the branch or regional operations manager and others concerning the branch's level of customer service.
• Schedule CSR workloads, monitor time and hours worked, and determine overtime requirements; approve CSR vacations and leaves of absence.
• Manage all open orders, quotes, returns, claims, pricing discrepancies, etc., until issues are resolved.
• Approve credits (other than simple returns) to Supply Net branches not being handled personally by the branch or operations manager.
• Manage elements related to establishing and maintaining contract pricing for customers.
• Communicate directly with customers, suppliers, and coworkers to help resolve issues when necessary.
• Performs other duties as assigned.

• Bachelor's degree preferred.
• Minimum 5 years of experience as a Customer Service Representative.
• Minimum 2 years of experience in a people-leadership position.
• Strong working knowledge of software using the internet, MS Windows, JDE, and approvals.

• Medical, Dental, Flexible Spending Accounts, Vacation, Holidays, Life Insurance, 401k, Tuition Reimbursement, Fitness Center Reimbursement, Boot Reimbursement

For more information, or to apply now, you must go to the website below. Please do not email your resume as applications are accepted through the website.